Contact Centre Team Leader

3 days ago

Hemel Hempstead, United Kingdom Butlins Full time

**About us**

Ask any of our team, past and present, and one of the best things they’ll say about working at Butlin’s is our culture Each year we welcome hundreds of thousands of guests for an Altogether More Entertaining and Fun Break and we bring this to life throughour three mighty values of We Get Stuck In, We Create Smile and We Care For Each Other.
Many will have heard about us because of our Redcoats or industry leading entertainment - we’re the Home of Entertainment after all - but there’s a lot more to Butlin’s than just our shows and performances. Each of our three resorts in Bognor Regis, Mineheadand Skegness employs around 1,000 people and it’s this team of cleaners, chefs, maintenance, servers, gardeners, security, technicians, admin, warehouse and many more, as well as our Central Support team in Hemel, who all play an equal part in creating smilesand memories that last a lifetime.
The purpose of the Contact Centre Team Leader role is to help guests who are either thinking of coming to Butlin’s to have a great experience for need to review their current Butlins booking. From the very first contact as the leader you role will be to supportyour team by ensuring they are coached and developed in a way that helps them to perform at their very best

The Team Leader will report directly to the Sales and Service Manager who will support their coaching and development journey and ensure a cycle of continuous improvement. This will be completed by providing training and feedback so that the Team Leaderalways knows how they are doing, and how they can be their very best.

**The Team Leader will**:
Role model our culture, way of working and beliefs in their behaviours every days to that you are creating a positive environment for our guests and our team.
Show the ability to effectively communicate with their team and develop them.

Have the ability to multi task and manage time in a fast paced environment.

Maximise any sales / customer care opportunities by supporting team in promoting Butlin’s in the correct way and if necessary, looking at different options for the guest
Take responsibility for setting KPI’s and monitoring the success of these; these will include conversion, tariff and auxiliary
- although are not limited to these.

Support the business need by taking inbound calls that come through when necessary. These will be a mix of Sales, Customer Care and general enquires with the desired outcome to exceed the purpose of the guest call.

Use our call quality framework to monitor quality of calls and give bespoke weekly feedback to each of your team based on this

To carry out monthly one to one catch ups with each member of your team, setting goals and development plans

Following the correct procedures for Data Protection, Health & Safety and other in house processes

Monitoring absence and completing absence management meetings when trigger points are met

Be pro active in making decisions about the right thing to do for a guest

Deal with any guest objection (escalated calls) in a positive way, seeing this as an opportunity to solve a problem.

Be honest and act with integrity
- representing our brand in the most positive way whether this be over the telephone or away from the business
Deal with pre arrival complaints and investigate in order to resolve swiftly.

To prepare rev ups at the start of shift so that the team have a business awareness and have celebrated the previous days success before the shift starts.
If you want a role where you create smiles, where you aren’t afraid to get stuck in and where the team genuinely cares for each other - we think you’ll fit right in
**Here’s what you can look forward to when you join our team**:
Career Progression dedicated programmes to support all individuals who want to progress their career at Bourne Leisure
Hybrid ways of working and flexibility to suit the individual and business needs
Discounted Butlin’s, Haven and Warner Leisure Hotels holidays for you, your family and friends.
Reward and recognition schemes.
Externally recognised qualifications to give you the opportunity to develop and progress.
Lifestyle and shopping discounts and benefits.
jobs #butlins #careers

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